Kelebogile Motlhajoe

Experienced Customer Service Representative with a demonstrated history of working in the 
customer services and call centre industry. Skilled in Customer Relationship Management
(CRM), Customer Satisfaction, Customer Retention, Customer Service Operations, and Security 
Operations. Strong support professional with a High School Diploma focused in Business, 
Management, Marketing, and Related Support Services from IIE Rosebank College.

Control Room Operator
ADT Security
Aug 2010 - Mar 2015 (4 years 8 months)
 Handling all inbound calls
 Making outbound calls
 Dispatching of vehicles to clients
 [Emergency and Non-Emergencies]
 Monitor and respond to different types of alarms
 Panics, Duress, Cell phone panics, Silent panics, Electric fence
 Resolving customer queries
 Emergency Call Centre e.g. reporting of stolen/hijacked vehicles
 Vehicle monitoring and tracking using Bidtrack
 Ensuring that clients receive superior service
 Working Day shift and Night

Emergency Control Agent
Netstar
Apr 2015 - Jan 2019 (3 years 10 months)
 Handling all incoming calls
 Making Outbound calls (Alarms, Panic, Crash Events, Jamming,
 Alert, and Geo Fencing)
 Handling of tests when required
 Handling of locations on vehicles when required by clients
 Resolving customer queries
 Emergency Call Centre e.g. reporting of stolen/hijacked vehicles
 Working with CRM
 Ensuring that clients receive superior service
 Excellent Geographical knowledge.
 Coordinating ground response teams and air response teams to
 Effect a vehicle recovery
 Making Sound decisions on client’s situation/information
 Whether or not they need assistance
 Working Night Shift only 4 days in 4 days off

Customer Service Representative
BLUE ION SUPPORT SERVICES
Feb 2019 - Jun 2019 (5 months) 
 Handling inbound and outbound calls.
 Providing exceptional customer service to all customers 
 Communication with clients is via email, phone, and live chat.
 Personally, develop relationships with clients to forge trust, loyalty, and superior 
service to enhance the clients gaming experience
 Initiative and strong negotiation
 Convert new registrations and then maintain client retention
 Resolving customer queries
 Working day and night shifts (12-hour shift cycle)

Customer Service Representative
Tracker Connect (Pty) Ltd
Jul 2019 - Jan 2021 (1 year 7 months)
 Answering incoming calls and resolving queries received from Tracker Clients 
according to the relevant SOP and company standards. 
 Contribute towards maintaining a departmental Abandonment Rate and Service 
Level according to the company standards.
 Accurate capturing of data and updating of client information while speaking with the 
client.
 Ensure that Customer Service standards are maintained in a highly pressurized 
environment.
 Meet targets as per Key Performance Agreement.
 Follow up on client’s outstanding queries.
 Accurate record keeping of statistics as per stipulated guidelines.
 Effective utilization of the post call service rating system
 Ability to interpret the financial system and assist clients with basic financial and legal 
queries.
 Assistance with retaining and cancellation of accounts. 
 Responsible to handle difficult calls and retain customers. 
 Show tolerance and patience in understanding customer complaints, reason for 
cancellation and ability to positively turnaround the call.
 Post installation testing and unit related investigations. First line technical support for 
Tracker units.
 Distribution of Skytrax Service Requests after in-depth investigation and analysis was 
done on possible cause of problem.
 Adherence to schedules as determined on the Telephony system. 
 Ensuring that electronic communication received within the Customer Service 
Division is handled efficiently in line with SLA’s and standards. 
 Assist with any other tasks or duties assigned by the Supervisor as the need arise to 
ensure exceptional and efficient service within the Customer Service division.
 Selling of value-added services.

IIE Rosebank College
Diploma, Business Management
2007 - 2010